What KonversAI does

Summary

KonversAI is a customer-service AI assistant. The KonversAI assistant answers your customers from your own knowledge base. You build that knowledge base in the KonversAI console, on the Knowledge screen. Customers reach the assistant over channels that you turn on: a chat widget on your website, email and voice. Your team reads every conversation on the Conversations screen, and a person from your team can answer the customer directly at any time. Bookings are an extra feature, and a KonversAI administrator turns bookings on for your workspace.

Who can do this

Any team member with a login to the KonversAI console can read conversations. To change knowledge sources, entry-points or settings, you need a role with tenant settings access. If you do not see Settings in the left sidebar of the console, you do not have that access. Ask a tenant administrator to change your role.

Before you start

You need a KonversAI workspace and a login to the KonversAI console. The console is where you add knowledge, set up channels and read conversations.

Three parts of KonversAI are optional, and a KonversAI administrator turns each part on for your workspace: email, voice and calendar bookings. The chat widget is always available. When a part is off, the console hides the screen for that part.

Steps

Use these steps to see each part of KonversAI in the console.

1. Select Knowledge in the left sidebar of the console, then select Import. This screen holds your knowledge sources. Select + Import to add one. KonversAI accepts three source types: Website (crawl a website or import from a sitemap), File upload (a PDF, TXT or Markdown file up to 50MB) and Text (text that you paste, such as an FAQ).
2. Select Knowledge in the left sidebar, then select Documents. This screen lists every document that KonversAI made from your sources. The assistant searches these documents to answer a customer.
3. Select Settings in the left sidebar, then select Entry-points. The page Customer entry points opens, with three tabs: Chat, Email and Voice. Each entry point is one way for a customer to start a conversation. The Chat tab gives you the embed code for the website widget.
4. Select Conversations in the left sidebar, then select Chat. This screen shows every chat conversation. Open a conversation to read the messages that the assistant sent.
5. To answer a customer yourself, type a message in an open conversation and send the message. KonversAI then pauses the assistant for that one conversation and shows the banner Autoresponder paused — you are handling this conversation manually. Select Re-enable autoresponder to give the conversation back to the assistant.
6. Select Calendar in the left sidebar, then select Bookings, to see bookings. Calendar is only in the left sidebar when a KonversAI administrator turns calendar on for your workspace.

FAQ

Where does the KonversAI assistant get its answers?

The KonversAI assistant answers from your knowledge base only. You build the knowledge base on the Knowledge screen of the KonversAI console. The assistant searches your documents for each customer question, and it writes the answer from what it finds. The assistant does not answer from the public internet, and the assistant does not read your website live.

What kinds of knowledge can I give the assistant?

Three types, and you add all three on the Knowledge screen of the KonversAI console, under Import. The first type is Website: KonversAI crawls a website or reads a sitemap. The second type is File upload: a PDF, TXT or Markdown file, up to 50MB per file. The third type is Text: text that you paste, such as an FAQ or a manual. KonversAI does not connect to other tools such as Notion or Google Drive.

How do customers reach the assistant?

Over channels that a KonversAI administrator turns on for your workspace. Chat is the website widget, and chat is always available. Email and voice are extra, and each one needs a KonversAI administrator to turn it on. You set up all three on the Customer entry points page, at Settings > Entry-points in the KonversAI console.

Can a person from my team take over a conversation?

Yes. Open the conversation at Conversations > Chat in the KonversAI console, then type a message and send the message. KonversAI pauses the assistant for that one conversation, and shows the banner Autoresponder paused — you are handling this conversation manually. There is no separate “take over” button. To give the conversation back to the assistant, select Re-enable autoresponder.

Does the assistant show customers where an answer came from?

No. A customer in the chat widget reads the answer text only, with no source list. Your team sees the sources: open the conversation at Conversations > Chat in the KonversAI console, and read the Sources: line below an assistant message. Select a source to open the document with the cited part highlighted.

Can customers book an appointment through the assistant?

Only when a KonversAI administrator turns calendar on for your workspace, and you create at least one calendar. Bookings are optional and are off unless somebody turns bookings on. When calendar is off, the assistant replies to the booking tool with Calendar is not enabled for this workspace. and Calendar does not appear in the left sidebar of the console.

I do not see Email or Voice in the console. Why?

A KonversAI administrator has not turned that channel on for your workspace. Email and voice are both optional. On the Customer entry points page, at Settings > Entry-points, the console shows Email is not enabled for this tenant yet. Reach out to support to opt in. or Voice is not enabled for this tenant yet. Reach out to support to opt in. Contact KonversAI support to turn the channel on.

What does the assistant do when it cannot answer?

The assistant can pass the conversation to a person. Your KonversAI administrator turns this on at Settings > AI tools in the console, with the handover tool. The handover tool can email the addresses that you list. Your team then answers the customer at Conversations > Chat.